YOUR ROLE
A. Main Objective:
Responsible for delivering timely, accurate, and professional customer support through ticketing systems, live chat, and email; ensuring all inquiries are handled within committed SLAs, enhancing customer experience, and contributing to the optimization of products, processes, and service quality.
B. Key Responsibilities:
1. Customer Support:
- Provide timely and professional support to customers via ticketing systems, live chat, or email.
- Analyze root causes and resolve issues related to platform features, configurations, and system operations.
- Guide customers in using the product effectively according to recommended workflows and best practices.
- Ensure all inquiries are responded to and resolved within committed SLA timelines.
2. Ticket Management:
- Receive, categorize, and manage support requests systematically while ensuring quality and customer satisfaction.
- Handle multiple requests concurrently and prioritize based on urgency, impact, and service commitments.
- Escalate complex technical issues to the Engineering or Product teams when necessary.
- Maintain accurate and complete documentation of troubleshooting processes and resolutions within the system.
3. Product Knowledge & Documentation:
- Proactively update knowledge of products and internal processes.
- Contribute to building, improving, and maintaining internal documentation, knowledge bases, and FAQs.
- Provide product improvement suggestions based on customer feedback and recurring issues.
4. Customer Experience:
- Deliver a positive customer experience through clear, professional, and empathetic communication.
- Identify customer pain points and proactively recommend preventive solutions.
- Collaborate closely with relevant teams to improve overall service quality.
WHAT ARE WE LOOKING FOR
- Bachelor’s/ College degree.
- Minimum 1 year of experience in Customer Support; experience in a SaaS or technology environment is preferred.
- Experience with ticketing systems and collaboration tools is a plus.
- Strong multitasking skills with the ability to manage multiple requests in a high-volume environment; able to work independently, proactively, detail-oriented, and perform well under pressure.
- Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Strong analytical and problem-solving skills.
- Logical thinking, strong listening skills, and customer service orientation.
- English communication required (reading and writing).
- Proficient in Microsoft Office (Word, Excel, PowerPoint).
WHAT WE OFFER TO YOU
- Competitive salary and performance-based bonuses.
- Full social, health, and unemployment insurance as per Labor Law.
- A young, dynamic, and friendly work environment.
- Free skill training courses, exciting company trips, and a grand Year-end Party.
- 12 annual leave days + 13th-month bonus based on company performance and your contributions.
- Annual salary review and performance evaluation.
TIME & LOCATION
- Working hours: Monday to Sunday
+ Shift 1: 8:00 – 17:00 (Work in office)
+ Shift 2: 9:00 – 18:00 (Work in office)
+ Shift 3: 13:00 – 22:00 (Work from home)
- One day off per week on Saturday or Sunday, depending on the manager’s shift arrangement
- Workplace: 207/7 Nguyen Van Thu Street, Da Kao Ward, District 1, Ho Chi Minh City.
APPLICATION
- Please send your updated CV to [email protected] with the subject line: “[Position] – Your Full Name”.
Join Prime Commerce to deliver exceptional customer experiences!
